Help Desk Manager

THE HIGH LEVEL

Iron Bow Technologies is seeking an experienced Help Desk Manger to support an existing, long-term Federal Government customer, the Department of Justice (DOJ) Civil Division (CIV) to provide leadership and management for our DOJ Call Center operations, which supports the DOJ user community 7 days/week. Our DOJ-dedicated Call Center is in Herndon, VA. Our Help Desk Manager partners with the contract leadership to support and ensure oversight of contract requirements, operability, coordination, and reporting. The Help Desk Manager will engage with other program Leads to ensure teamwide collaboration and messaging. This position requires onsite work at our Call Center. There are times with the Manager will need to support an event or special project at a DOJ site in Washington, DC. Once acclimated into the program, there may be an opportunity to move to a hybrid work schedule. It's important to keep in mind a hybrid schedule is based on customer approval and authorization.

WHAT YOU'LL BE DOING

The Help Desk Manager provides daily oversight and guidance with a team of Help Desk Tier 1 Technicians responsible for consistently delivering customer support that focuses on ensuring the DOJ CIV staff can remain productive and are provided with responses that are technically accurate. The Team leverages DOJ's documented guidelines and standard operating procedures (SOPs) as needed, including the appropriate incident escalation to on the teams on the contract. You bring the talent and experience that results in maintaining a team of qualified Tier 1 Technicians, this including candidate interviewing and selection. Other responsibilities include:

• Understanding our client's business needs and continually strive to meet these needs
• Daily communication and collaboration with the Tier 1 Help Desk Team, your team
• Using daily call stats, assess where staff may be struggling and offer coaching and guidance to help position all Tier 1 team members to be successful
• Give recognition and praise where appropriate – we do get messages of appreciation from customers for outstanding support, and we want to ensure that messaging also gets back to the staff member(s)
• Engaged with DOJ CIV leadership and program/contract leadership – be prepared to provide status to senior leaders, through both verbal and presentation
• Produce daily, weekly, and monthly ACD and ITSM ticket stats and status – identify opportunities to improve how data is presented as well as have input into dashboard design and improvement
• Manage and support the creation and update of SOPs that are specific to the Tier 1 Help Desk operations, including a focus to pull solutions to the Help Desk that increase opportunities for resolution at Tier 1
• Coordinate team wide scheduling to for staffing coverage across all work shifts, 7 days/week
• Understanding our ACD workflow and keeping a pulse on potential workflow improvements that focus on opportunities to elevate our customer's experience
• You will be working directly with Federal DOJ CIV Customer Service Team regarding customer issues and items that influence customer service and customer satisfaction

WHAT YOU BRING TO THE TABLE

• You bring a minimum of 8 years of experience overseeing/leading help desk environments that are dedicated to delivering positive customer experiences
• Excellent verbal and written communication skills - ability to effectively communicate with all levels of the project team, and with company/contract leadership
• You have experience leading Help Desk Teams that use a formal ACD
• Knowledge and experience leading a team that uses a formal ITSM for incident recording and tracking
• Proficient in the Microsoft Office Suite, including Excel, Word and SharePoint
• Have led a Help Desk organization that had firm contractual reporting requirements, to include daily ACD call stats, weekly stats/trends, and monthly reporting
• You review customer survey responses to gauge overall customer satisfaction and use information that will help to improve overall customer satisfaction as well as the survey itself
• Ability to engage with 3rd party vendors as needed, such as the ACD vendor when there may be a need to assess oddities in the daily ACD reporting
• You have Leadership experience managing and coaching Help Desk Technicians
• Experience coordinating work schedules for a team of Help Desk Technicians supporting a Help Desk open 7 days a week
• You have a comprehensive understanding of contract SLAs – monitor and report status against SLAs – and understand the importance of contractual SLAs
• Strong propensity and aptitude for solving client business needs
• You welcome and encourage team wide communication and collaboration, and welcome opportunities to engage with all areas of the overall program
• BS in Computer Science or other relevant discipline
• CCSP (Certified Customer Service Professional) certification or equivalent – hold certification at start or commit to obtaining within 60 days of start
• MCP (Microsoft Certified Professional) certification – hold certification at start or commit to obtaining within 60 days of start – will consider existing certification in MD 100 or Google IT Support as a substitute
• Ability to hold / maintain and active Secret clearance
• Knowledge and understanding of ITIL, CMMI, and ISO best practices added plus, but not required

TRAVEL REQUIREMENTS

This position requires candidates based in a location that is accessible to our DOJ Call Center located in Herndon, VA. There are no travel requirements outside the DC metro area.

WHY YOU'LL LOVE IT

• Be a leader in providing the highest level of customer experience and excellence in a fast-paced and exciting environment and a role model for team members.
• Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning our customer and employee experience. This new approach elevates all and truly enables success.

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